Intercom, Inc.

JULY 15, 2021

took over the company in 1952 and decided to make his mark through modern design, they’ve become the single largest design organization in the world, with over 1500 designers working in innovative products from machine learning to cloud to file sharing. For Arin, explainability is a key element when it comes to ethical AI.

AI 245

AI Machine Learning Start-ups Technology 245

Totango

MAY 17, 2024

Some believe AI is overhyped. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. But there are proven, compliant ways to drive impact with AI today.

Innovation 101

Innovation AI Start-ups Government 101

PeopleMetrics

JANUARY 10, 2025

Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise? And most importantly, how can we use AI to make our customer experiences better than ever? Together, well uncover: The lessons that remain rock-solid in an AI-driven world.

AI 71

AI VOC CX Innovation 71

Intercom, Inc.

JANUARY 31, 2023

Suddenly it seemed that generative AI might transform industries from education to marketing. It has also made it hard to tell what potential applications will ultimately be transformative, or merely end up being toys. ☞ Click here to join the beta waitlist for our AI features or receive AI news from Intercom.

AI 188

AI Start-ups Technology Technology 188

ECXO

JUNE 25, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. The use of AI in market analysis goes beyond merely identifying trends.

AI 156

AI Customer Experience Legal Manufacturing 156

eglobalis

JUNE 27, 2024

Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design.

Customer Experience 422

Customer Experience VOC Net Promoter Score Government 422

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 156

AI Customer Experience Social Media Machine Learning 156

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. AI is here to stay. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Attention to Detail.

Technology 376

Technology Technology E-commerce Contact Center 376

Uniphore

JUNE 9, 2021

Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes. Break out of the traditional model with a “joined-up” service that utilizes resources and information from across the entire company.

Contact Center 246

Contact Center Education AI Start-ups 246

ECXO

AUGUST 9, 2023

If there’s one word that defines the start to the ’20s it’s disruption. Where do you start? Embedding a client focus starts with your culture. Your culture is your start and end point – for your business, for your professional services. To change a culture you need to start at the top. Let me explain.

Touchpoint 296

Touchpoint CX Innovation Start-ups 296

Intercom, Inc.

SEPTEMBER 9, 2022

We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. What’s up?

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

ECXO

APRIL 10, 2024

This could involve innovative approaches to product design, unique marketing strategies, or exceptional customer service that exceeds customer expectations. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Intercom

OCTOBER 10, 2024

We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce , about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction.

AI 96

AI Innovation Customer Service Start-ups 96

Retently

MARCH 11, 2025

Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Are wait times creeping up? if customers start asking about a new feature, agents should have answers ready). If the same questions pop up in tickets, its time to add them to FAQs. Customer feedback is the backbone of CX.

CX 115

CX Customer Experience Net Promoter Score NPS 115

CX Accelerator

OCTOBER 26, 2019

Shep Hyken Shuri (Black Panther’s Sister) She's fierce, she's lovely, a genius inventor and innovator, she leverages technology smartly, and she's always anticipating future needs! Once his position was secured on the team, and after Endgame settled down, he stepped up to take the shield of Captain America without thinking of it as a burden.

CX 303

CX Contact Center Start-ups Education 303

Totango

NOVEMBER 26, 2024

Big or small, it’s time to put AI-enabled actions into workflows and empower individuals to learn with these new tools. Measure outcomes from AI-driven enhancements. Unfortunately, we, as an industry, have made AI feel like a mountain to climb versus a path to navigate. Key takeaways : It’s time to take action.

AI 62

AI Start-ups Engineering Business Growth 62

Intercom

OCTOBER 10, 2024

We spoke with Constantina Samara, Head of Support at Synthesia , about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI. What motivated you to implement AI with Intercom?

AI 95

AI Innovation Start-ups Customer Service 95

Fonolo

SEPTEMBER 4, 2018

You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Mr. Yang was taking up the very important issue of long-term structural unemployment in the face of growing automation. Happened to me last week. Let’s take this apart.

AI 209

AI Contact Center Start-ups Innovation 209

Intercom, Inc.

JUNE 19, 2018

Moreover, when new innovations are developed for the customer support industry, they are often framed as a way to cut costs rather than offering better service. A new breed of innovative businesses, like Monzo, is going the other way. They get a tip about how to fix the issue and the option to start a chat.”

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

Intercom

OCTOBER 10, 2024

We spoke with Natalie Hurst, Director of Customer Success at Nuuly , about her motivation for adopting AI in customer service, the immense impact it’s had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service.

AI 91

AI Innovation Customer Service Start-ups 91

DMG Consulting

MARCH 13, 2025

AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. Like what you’re reading?

AI 48

AI Outlook Technology Technology 48

Uniphore

JANUARY 25, 2022

After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” However, in artificial intelligence (AI), the feeling is anything but cautious. And in the tech world, the answer is simple: nowhere to go but up!

AI 130

AI Artificial Intelligence Healthcare Legal 130

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. AI is an unprecedented game changer that we’re only beginning to understand, even as it evolves at an amazingly rapid pace.

CX 59

CX Artificial Intelligence Outlook AI 59

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. There’s an inherent structure and repetition to customer queries that make it highly suitable for AI to enhance efficiency and improve customer satisfaction. This doesn’t mean you can just slap AI into a product and call it a day.

AI 98

AI Customer Service Machine Learning Artificial Intelligence 98

Zendesk

MARCH 8, 2022

That’s where conversation AI analytics comes in. proving AI benefits the company as well as the customer. Conversational AI helps the company understand their customers by mining the rich signals within conversations. AI also helps with building relationships with customers by resolving their concerns in real time.

AI 98

AI Start-ups Customer Retention Innovation 98

Intercom

AUGUST 8, 2024

Until now, because the advent of modern AI is turning this phrase on its head. Customer questions can be categorized by degree of complexity, urgency, and personalization – and this framework allows businesses to determine which questions AI can handle and which ones require human intervention.

AI 98

AI Customer Service Start-ups Customer Satisfaction 98

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. The challenge in 2024?

AI 98

AI Unstructured Data Engineering CRM 98

ECXO

JULY 26, 2023

Start where you are. AI, automation and machine learning mean solutions are available to meet these expectations – at scale. Real-time inventory gives supply chains and vendors up-to-the-minute visibility on stock levels. So, let’s wrap up. This year is no different. They want to be seen as individuals.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Totango

FEBRUARY 12, 2025

Then, we accelerated our innovation by announcing Unison, our new AI-powered customer intelligence engine , made possible by an acquisition that augmented our team and tech stack. It takes two to tango The updated logo reinforces innovation and momentum, while clarifying that we support enterprise businesses and revenue leaders.

AI 62

AI Engineering Innovation Start-ups 62

Intercom, Inc.

AUGUST 13, 2020

For the past twenty years, Yoli has been driving innovation and transformation in marketing at companies like Microsoft, eBay, and Points. In order to provide a seamless experience that delights your customers, your customer-facing teams need to all be having the same conversation, and it starts with a unified view of the customer.

Social Media 209

Social Media AI Sales B2B 209

Intercom, Inc.

DECEMBER 31, 2019

The ultimate failure of Siri to dominate the AI personal assistant game might come to be seen as its biggest miss of the decade. Not everyone bought it at the time (Evgeny Morozov was the most vocal skeptic of the theory ), but it was hard not to be swept up in the promise we saw on the streets of Tunis, Cairo, and Tripoli.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

Intercom

AUGUST 10, 2023

We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? Today, most innovative solutions arise from the collective efforts of multidisciplinary teams, with each member bringing their unique strengths to the table.

Customer Journey Map 96

Customer Journey Map Innovation Start-ups AI 96

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges. DOWNLOAD eBook.

AI 98

AI Machine Learning Omnichannel CRM 98

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges. DOWNLOAD eBook.

AI 98

AI Machine Learning Omnichannel CRM 98

Sprinklr

JULY 20, 2021

Even worse, from a business perspective, you’re directing people from less expensive channels to the most expensive channels, driving up costs. Although they are easy to build, hence a good starting point for any business looking into self-service, they don’t provide the ultimate experience. AI to discover intent.

AI 97

AI Start-ups Innovation Technology 97

Totango

FEBRUARY 12, 2025

AI-powered insights and early warning systems A core advantage of health scores is their ability to function as an early warning system. Automate to accelerate: Free up your resources by relying on automated action triggers, health scoring, and performance tracking. Recurring revenue is a rhythm not one note.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

Zendesk

OCTOBER 31, 2022

Luckily, conversational AI technology has advanced rapidly in recent years: The application of deep learning AI to Natural Language Understanding (NLU) technology has made it possible for automated support platforms to understand and reply in hundreds of languages without needing to rely on translation tools or layers.

AI 98

AI Start-ups CX Customer Retention 98